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Sales, Marketing & SupportAny

Review support tickets and synthesize product feedback

Grok Bot reviews human and bot-handled tickets, coaches, flags long back-and-forths, posts daily Slack reports and synthesizes feedback.

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Use case overview

Grok Bot reviews human and bot-handled tickets, coaches, flags long back-and-forths, posts daily Slack reports and synthesizes feedback.

Read the original report ↗

Reported experience

  1. What they did

    Grok Bot was connected to the team's ticketing system (Plain), Linear and Datadog. It reviews tickets handled by people and by Bots, gives coaching feedback, and flags any ticket that goes back and forth more than three times for management review. It posts daily reports to Slack and groups customer feedback into themes for engineering.

  2. How it went

    The team says Grok Bot synthesizes more than 20,000 points of product feedback from tickets each day. Overall, tickets rose 175% with no new hires. The source gives no accuracy figures for the review or coaching.

  3. Worth knowing

    The team rolled out in stages: internal notes only, human approval for every write action, then traces and evaluations on every run before it answered customers directly.

Example prompts

Try with Grok Bot
Every day, review yesterday's support tickets from [helpdesk], both human-handled and bot-handled. Flag long back-and-forth threads, note coaching points for each handler, and post a short report to [Slack channel]. Once a week, add a synthesis of recurring product feedback, and don't reply to any customer yourself.

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